Multiobjective fuzzy vehicle routing using Twitter data: Reimagining the delivery of essential goods

The world faced a major disruption in the form of the coronavirus disease (COVID-19) pandemic, which caused many countries to impose severe restrictions on movement, popularly known as “lockdown.” These lockdowns impacted transportation adversely, leading to massive disruptions in global and local supply chains. As the local markets were shut down, more people started turning to e-commerce logistics platforms offering doorstep deliveries of essential items (food and medicines). This resulted in an explosion in demand for such services, and businesses struggled to complete their deliveries. Additionally, the volume of real-time text data suddenly increased, as these customers started sharing their feedback on social media platforms. The availability of real-time raw text data and its popularity for solving complex business problems motivated the development of the approach proposed herein to address last-mile delivery issues. Thus, this paper suggests the use of Twitter data to identify the various grievances of customers about e-commerce logistics platforms. Natural language processing, a popular tool for text analytics, is employed to extract consumer tweets from the Twitter profiles of such businesses and subsequently to clean, process, and analyse them. Issues are categorized and used as objectives in a multiobjective fuzzy vehicle routing problem (VRP). An integrated hybrid fuzzy VRP is developed and coded to solve last-mile delivery issues. Experimental results and comparative analyses highlight the benefits of the novel approach. Managerial insights and scope for future research assist in the further development of the idea.